Sales Support Manager

Overview

As one of the fastest growing and highest rated commercial energy suppliers in the UK, we are looking to recruit an experienced Sales Support Manager, based at our offices in Guiseley, Leeds.

 As Sales Support Manager, you will own the department’s performance, set consistent service standards and build a support function that can scale with the business. Your work will make sure our sales teams, brokers and customers get a reliable, high-quality service every time. 

You will lead the integration of the existing teams, bringing clearer accountability, better collaboration and more efficient ways of working. You will work closely with the Sales & Marketing Director and leaders across the business. Commercial Sales Heads keep ownership of sales performance and customer relationships. You are accountable for the operational service that supports them. 

At UGP we aim to attract people from diverse backgrounds to build on our inclusive culture. We welcome applications from everyone regardless of age, race, gender, religion or beliefs, disability, gender identity or sexual orientation.

Responsibilities

Leading the department

• Lead and manage the Sales Support department, directly managing the two Team Leaders.
• Set clear responsibilities, reporting lines and accountability across every team.
• Support Team Leaders with performance, workloads, development and engagement.
• Plan resourcing, succession and recruitment to meet business needs.
• Build a positive, collaborative, performance-driven culture, sharing knowledge between teams while keeping specialist expertise in each sales channel.

Delivering the service

• Own service delivery across TPI, Direct and Major Accounts Sales Support.
• Set and maintain consistent standards and agreed turnaround times.
• Allocate workload effectively and keep on top of backlogs, bottlenecks and overdue work.
• Put cover arrangements in place so absence or peaks in demand don’t disrupt service.
• Act as the main escalation point for unresolved and cross-team issues.
• Work with Team Leaders to fix recurring errors and inefficiencies.

Measuring and reporting performance

• Introduce one performance framework for the whole department, with clear KPIs for service, productivity, quality and efficiency.
• Produce regular management reports on trends, challenges and opportunities.
• Use data to decide where support, resource or intervention is needed, and agree improvement plans with Team Leaders.
• Give the Sales & Marketing Director clear visibility of performance, risks and priorities.

Working across the business

• Build strong relationships with Sales, Pricing, Operations, Billing, Finance and other teams, and work closely with the Development Manager to find ways to improve efficiency and customer outcomes.
• Work with commercial Sales Heads to understand what each channel needs from Sales Support, now and as the business grows.
• Agree clear handovers, ownership and escalation routes between departments, and resolve cross-functional issues that affect service.
• Make sure broker and customer queries are handled accurately, professionally and on time, including complex escalations.

Improving how we work

• Own continuous improvement across the department.
• Simplify processes, remove duplication and standardise where it makes sense across channels.
• Improve how we use CRM, EDI and other systems, working with the relevant stakeholders.
• Make sure key processes are documented and kept up to date.
• Deliver changes that bring measurable benefits, without losing specialist knowledge or service quality.
• Encourage ideas and feedback from the team.

Leading the integration

• Lead the operational integration of the existing teams into one department, with common reporting, management practices and service standards, while protecting business continuity.
• Integrate Major Accounts Sales Support into the Direct Sales Support team.
• Work with the Development Manager, who reports to the Sales & Marketing Director, to manage the phased transfer of their Major Accounts responsibilities into Sales Support, with knowledge transfer, training and documentation completed first.
• Communicate changes clearly and keep the team engaged and confident.
• Review how the new structure is working and recommend further improvements

The Individual

You take ownership and follow through. You understand that Sales Support drives growth, retention and service quality. You build good relationships across teams, make decisions with confidence and tackle performance issues directly. You stay organised under pressure, lead people well through change and always look for a better way of doing things. You create a supportive environment while keeping expectations clear.

Essential

• Proven experience managing a Sales Support, Customer Operations, Sales Administration or similar operational function.
• A track record of improving service standards, productivity and operational performance.
• Experience setting KPIs, producing management reporting and running performance improvement plans.
• Strong people management skills: you can motivate, develop and hold people to account.
• Strong organisational skills and the ability to manage competing priorities.
• Strong analytical skills, using data to make decisions.
• Excellent communication and stakeholder management.
• Confidence with CRM systems, reporting tools and business processes.
• A proactive, solutions-focused approach.

Desirable

• Experience in the UK energy supply industry or another regulated, process-driven environment.
• Knowledge of business energy sales, broker relationships and account management.
• Experience leading operational change, team integration or restructuring.
• Experience with EDI or other high-volume transactional workflows.
• An understanding of how to support several commercial sales channels at once.

Join The Team

• Excellent salary based on your experience
• 25 days annual leave (plus Bank Holidays)
• Holiday Purchase Scheme – Buy up to 5 additional days of leave per year
• Health and Wellbeing programme includes GP consultations, Mental Health support, discounted gym memberships, plus many more!
• Ongoing training & guidance provided
• A great working environment with a real team spirit
• Company social events
• Cycle to Work Scheme